Manager Student and Member Relations

Manage member and student relationships across the organizations’s entire membership and student base, contribute to building the Brand by that will ensure member and student satisfaction

Job Title: Manager Student and Member Relations

Job Summary:

To provide service of the highest quality to the members of the Institute and to manage member and student relationships across the organizations’s entire membership and student base from the level of recruitment and retention of members by identifying service issues and training and development needs to manage students’ needs, contribute to building the Brand by developing  and  implementing long  lasting  solutions that will ensure member and student satisfaction.

Duties and Responsibilities:

• Confers with the Chief Executive Officer to present a schedule of activities and plan for servicing the membership base.
• Administers a joint scheme agreement and policies, programmes and project activities geared towards providing exceptional member satisfaction.
• Plans, organizes and directs/assigns work tasks to the Member and Student Relations Unit to ensure proper functioning of the department.
• Supervises the maintenance of the database on members and their Continuing Professional Development (CPD) activities, in order to better manage communication with membership and to produce accurate Reports to the Chief Executive Officer as required.
• Develops in-depth knowledge of the Institute Rules and Code of Conduct of all categories of membership and explains them on request to members, new graduates and potential members.
• Undertakes recruitment of new members; design and implements strategies to achieve targets recruitment and retention set by Council.
• Reviews applications for practising certificates and new member applications; confirms presence of all relevant documents and appropriate fees ensuring that all requirements are met for the approval of the Chief Executive Officer and the Membership Committee, as appropriate. Reviews the relevant changes to the members’ database and advises Accountant of changes in membership and fees due.
• Arranges printing and issue of certificates to those accepted by the Council within three weeks of acceptance.
• Identifies and implements strategies to improve the quality of service delivery to both members and students and the profitability of the Institute.
• Manages front desk activities related to members’ administrative records and financial transactions to ensure accuracy of database information to minimize errors and queries.
• Supervises the collection of payments of subscriptions, dues, fees etc., to ensure that all payments are received, recorded and accounted for on the day of collection.
• Facilitates meetings of the Licensing and the Member and Student Committees, circulates the agenda and notices and provides minutes and action lists within specific timeframes of each meeting and submits to the Corporate Secretary the recommendation for approval.
• Participates in career talks, seminars and other events  aimed at  the promoting  accounting profession; mounts and manages exhibits as required; contributes to the preparations of member and student communications, booklets and electronic communications.
• Regularly benchmarks against other institutes and professionals so as to provide value products and services.
• Ensures that the website is updated within the requested timeline with the Rules and Regulations, CPD Guidelines and all matters pertaining to members and students
• Manages member and student events; new member recognition ceremony, AGM member reception; contributes to the management of all member and student events as required.
• Performs other related duties as may be required by the job function.

PERFORMANCE CRITERIA

(This job is satisfactorily performed when):

• A high standard of Member Service is provided at all times
• The database on members and their CPD activities are effectively maintained in order to ensure effective communications with the membership
• Membership applications are processed and certificates issued within identified timeframes
• Regular recruitment sessions are held and focused approaches and  follow-ups made on interested candidates with the aim of increasing membership in the organization.
• Minutes of Meetings for the Members and Students Committee are prepared in a timely manner
• In-depth knowledge of the Bye-Laws and Code of Ethics, CPD Guidelines is displayed and those who enquire are satisfied with the soundness of the explanations given
• Monthly reports to Council on Members and their CPD activities are submitted
• Student and Members Relations Budget is prepared, approved and administered

Education:

• A First Degree in Management or any of the Social Sciences
• A   Diploma  in   Customer  Service   management/Sales  Marketing Management from a recognized Institution.
• Possession of a Diploma/Certificate in Project management will be an asset.

Experience:

• At least three (3) years progressive customer service or marketing experience or any equivalent combination of experience and training
• Peachtree experience will be an asset

Job Skills and Attributes:

• Must be able to multi-task and work well under pressure
• Excellent interpersonal skills
• Must have an excellent sense of priorities
• Flexibility and adaptability
• Must have advanced computer skills with database experience
• Excellent customer service skills
• Knowledge  of  process  improvement  towards  productivity  and exceptional service
• Strong leadership skills and the ability to take initiative Excellent verbal telephone and written communication skills
• Ability to work in a team environment
• Good negotiating skills
• Excellent listening and feedback skills
• Good problem solving skills
• Highly developed coaching and counseling skills
• Must display professional sagacity